Junior Bilingual Support Analyst L1

At Stefanini Group, we believe in the power of collaboration. We co-create innovative solutions in partnership with our clients, combining cutting-edge technology, artificial intelligence, and human creativity. We are at the forefront of business problem-solving, delivering real impact on a global scale. By joining Stefanini, you become part of a global journey of transformation. We are committed to creating a positive impact not only on business, but also in the lives of our employees. If you are looking for an opportunity for professional growth in a company that values innovation, respect, autonomy, and partnership, you will find it here! Join us and be part of the change! Answer and log all requests from users registered in the call management system. Categorize and prioritize calls according to the rules defined by the client. Inform the user when the request is not part of the contracted scope. Resolve calls via telephone and/or remote control. Resolve questions related to infrastructure and its usage. Resolve incidents involving unauthorized access, viruses, and software reinstallation. Log and forward calls related to hardware, software, responsible infrastructure issues, service requests, calls requiring on-site assistance, and data recovery. Resolve eligible FCR (First Call Resolution) tickets. Create Critical Incident tickets for escalation. Knowledge in Support of